Additional Support Addendum
In addition to any other terms and conditions applicable to the purchase or use of the Invicti Solution, this Additional Support Addendum (“Addendum”) shall apply if the entity purchasing or licensed to use the Invicti Solution ("the "Client") is explicitly authorized by Invicti in writing to receive Additional Support (as defined below).
This Addendum shall, to the extent applicable, be incorporated into, and form an integral part of: (i) the Subscription Services Agreement (https://www.invicti.com/legal/ssa) or other negotiated agreement between Customer and Invicti; or (ii) the End User License Agreement (https://invicti.com/legal/EULA), as amended, between End User and Invicti, whichever applies to the Client’s access to the Invicti Solution and related support services (the applicable framework agreement being referred to as the “Underlying Agreement”). If there is a conflict between this Addendum and the terms of the Underlying Agreement, this Addendum shall prevail with respect to its subject matter. Capitalized terms used herein but not otherwise defined shall have the meaning ascribed to them in the Underlying Agreement, and references to “Customer” or End User” shall apply to the Client as the context requires.
1. ADDITIONAL DEFINED TERMS.
“Additional Support” means any or all of Premium Support, Guided Success, Advanced Guided Success and/or Professional Services, more fully described below, as may be provided by Invicti to Client in connection with the Underlying Agreement.
“Additional Support Term” means the period, more fully described in section 5, during which Additional Support will be made available to Client.
2. ACTIVE SUBSCRIPTION; APPLICABILITY. When Client purchases Additional Support, Client's entire account (including any active Targets, Projects or such other units as Invicti may designate as billable under the Underylying Agreement) shall be covered by Additional Support and Client shall be invoiced accordingly. Any subsequent additions to the Client's subscription will be automatically enrolled in Additional Support at a pro-rated rate. Invicti does not offer partial license coverage under Additional Support, and Additional Support will only be provided throughout the Subscription Term.
3. ADDITIONAL SUPPORT. Subject to the provisions of the Underlying Agreement, Invicti will provide Client with the relevant Additional Support during the Additional Support Term:
3.1. Premium Support. Premium Support shall include: (i) assistance with the adoption of the Invicti Solution, and training thereon, including the provision of basic configuration examples and a training session covering essential dynamic application security best practices; (ii) bug fixes to bring the Invicti Solution into substantial conformance with its then-current Documentation; (iii) maintenance services, including maintenance releases, enhancements, new versions, additions, and modifications to the Invicti Solution, that it provides to all other customers under Support for no additional fee. Following a support request, an Invicti support representative will work with the Client’s designated technical support team to assist in the resolution of identified and reproducible issues; (iv) a quarterly business review, set on a date that is mutually agreed in writing by Client and Invicti, to address any operational issues and/our outstanding support tickets and discuss strategies to ensure alignment with the Client’s business objectives; (v) based on the assigned designation at time of request, and using commercially reasonable efforts, Invicti shall implement in favour of Client the following target initial response times:
3.2. Guided Success. Guided Success shall include the following services:
3.2.1. Advisory Services
(i) initial deployment and implementation guidance, including: asset discovery, web application import, website grouping, scan configuration and optimization, reporting, internal scan engine setup, and discovery service configuration;
(ii) guidance and support for third-party tools that integrate with the Invicti Solution. Such third-party tools can be found here and may be updated by Invicti from time to time; and
(iii) assistance with producing custom internal documentation (for example, how-to guides and articles) from Client’s selected topics with regard to solutions architecture.
3.2.2. Best Practices
(i) at least one (1) advanced dynamic application security testing (DAST) best practices enablement session (Adoption or Team Training Sessions) delivered live and recorded for future use;
(ii) standard integration & API support, which may include: configuration assistance for supported continuous integration and continuous deployment (CI/CD) and issue tracking systems, setup for single sign-on and password vault, and assistance with API automation;
(iii) a quarterly health check in which Invicti will review Client’s Invicti Solution environment. This may include Invicti Solution configuration best practices, a high-level overview of Client’s implementation, and information related to improving Invicti Solution performance, based on the Documentation; and
(iv) ongoing expert assistance from a named application security manager, including bi-weekly technical check-in calls.
3.2.3. Project Management Services
(i) guidance in establishing a project plan and developing milestones; and
(ii) ongoing, quarterly project planning support.
3.2.4. Configuration Assistance
(i) assistance configuring 10% of licensed Targets.
3.3. Advanced Guided Success. Advanced Guided Success shall include the services provided under the Guided Success Advisory Services in Section 3.2.1., Best Practices in Section 3.2.2., and Project Management Services in Section 3.2.3. above, in addition to the following services:
3.3.1 Best Practices
(i) manual vulnerability analysis to confirm false positives and false negatives; and
(ii) training related to and assistance in the development of custom security checks, pre-request scripts, and REST API-related scripts and tools.
3.3.2 Configuration Assistance
(i) assistance configuring 50% of licensed Targets.
3.4. Professional Services. Clients may purchase Advanced Guided Success on an hourly basis as Professional Services.
3.4.1. Professional Services - Limitations. Professional Services hours shall (i) be purchased in ten (10) hour allotments, and (ii) not roll over to the succeeding Subscription Term and/or Additional Support Term.
3.5. Additional Support Contact. Client may obtain Additional Support from Invicti by logging a support request in the Invicti support portal (presently found at the following URL: http://support.invicti.com) or sending a support request to the following email address: support@invicti.com or support@acunetix.com.
3.6. US BASED TIER 1 ADDITIONAL SUPPORT OPTION. Subject to the mutual agreement of Invicti and Client and the payment of an additional fee, Invicti will provide Client with Tier 1 Additional Support from United States based support personnel (“US Tier 1 Support”). Notwithstanding anything to the contrary, US Tier 1 Support is only provided Monday through Friday, 8am to 5pm EST/EDT, excluding US Federal public holidays. US Tier 1 Support customers may obtain support pursuant to this section by sending a support request to the following address: https://ussupport.invicti.com/.
3.6.1. Federal Government Only. US Tier 1 Support is only available to Invicti’s United States Federal government customers. Invicti reserves the right to unilaterally amend this policy in its sole and exclusive discretion.
3.6.2. US Tier 1 Support – Escalations. Support escalations above US Tier 1 Support are handled by Invicti’s global support team. Prior to escalation of a support request to the global support team, Invicti will ask Client’s permission and confirmation of the informational content and data it intends to share. CLIENT IS SOLELY RESPONSIBLE FOR CONFIRMING OR DENYING THE SUPPORT ESCALATION IN WRITING AND CONFIRMING SUITABILITY OF THE INFORMATIONAL CONTENT AND DATA OF THE SUPPORT ESCALATION IN WRITING. Following Client’s confirmation and upon support escalation, Invicti will obfuscate the Client account name associated with the support request such that Invicti’s global support personnel will have no knowledge of the support request’s origin unless shared directly by Client. In the event a support request is approved by Client for escalation, Client’s support request will no longer be limited to United States based support personnel.
3.6.3. US Tier 1 Support – After Hours. Subject to the following disclaimers, Client is permitted to make support requests outside of the US Tier 1 Support hours, set out above. After-hours support requests may be made to the email address provided in section 3.5, above. AFTER-HOURS SUPPORT IS PROVIDED BY INVICTI’S GLOBAL SUPPORT TEAM OPERATING OUTSIDE OF THE UNITED STATES.
4. CLIENT RESPONSIBILITIES. Client will comply with the following requirements to facilitate Invicti’s successful provision of Additional Support:
4.1. Client Contact. Client shall identify a primary point of contact with whom Invicti can interface. Client’s primary point of contact will: (i) have all requisite authority to act on Client’s behalf in resolving questions arising out of or in relation to Invicti’s provision of Additional Support; (ii) ensure that any information communicated by Invicti is conveyed to Client’s resources with appropriate technical skill and knowledge to effectuate the updates, modifications, workarounds, or changes suggested by Invicti; and (iii) coordinate personnel schedules and resource allocation for Client and ensure those resources participate in meetings, as necessary.
4.2. Information Requirements. Client shall provide Invicti timely responses and access to accurate and complete information relative to Additional Support requests, as reasonably requested, and such responses and information will be communicated to appropriate Invicti personnel through the support portal or email address provided herein, or as otherwise mutually agreed by Client and Invicti.
4.3. Responsibility for Data and Applications. Client is responsible for its own data and applications, and the support of its end-users, stakeholders, and other third parties.
4.4. Feedback. Client will provide prompt agreement, approval, acceptance, consent, feedback, assistance, or similar action, as requested by Invicti, to facilitate all aspects of Additional Support delivery, and such action will not be unreasonably delayed or withheld.
5. TERM & TERMINATION. The Additional Support Term begins on the earlier of (i) the day Invicti invoices Client for Additional Support or (ii) the day Invicti notifies Client in writing (electronic communication acceptable) that Client’s order for Additional Support has been processed. The Additional Support Term shall be coterminous with the Subscription Term of the Invicti Solution for which Additional Support has been purchased. The Underlying Agreement shall govern Client’s and Invicti’s rights and obligations with respect to suspension or termination of Additional Support.
6. GENERAL EXCLUSIONS & LIMITATIONS.
6.1. Invicti has no obligation to provide Additional Support: (i) outside the scope of the Underlying Agreement and this Addendum, or (ii) for issues arising out of or in connection with the unauthorized use of the Invicti Solution, (iii) if Client fails to pay all applicable fees when due; (iv) for issues arising out of or in connection with unauthorized third-party products and services or issues arising exclusively from authorized third-party products and services; and (v) for modifications or changes to the Invicti Solution not performed, directed, or authorized by Invicti.
6.2. Client acknowledges that Additional Support does not include: (i) developing custom scripts, templates, or queries; (ii) analyzing or troubleshooting performance issues resulting from or related to third party products; and/or (iii) performing installations, migrations, or upgrades in any Client environment.
6.3. Invicti does not perform on-site support; Additional Support is remote only.
6.4. Client acknowledges that Invicti is not authorized to make decisions on Client’s behalf and that the Support does not contemplate that Invicti will be empowered to make any decisions on Client’s behalf.
6.5. INVICTI SHALL HAVE NO OBLIGATION TO INDEPENDENTLY VERIFY THE ACCURACY OR COMPLETENESS OF THE INFORMATION PROVIDED BY CLIENT OR ITS AGENTS THROUGHOUT THE ADDITIONAL SUPPORT TERM. CLIENT IS SOLELY RESPONSIBLE FOR THE INFORMATIONAL CONTENT AND DATA PROVIDED TO INVICTI AND/OR CONFIRMED BY CLIENT FOR SUPPORT ESCALATIONS, AFTER-HOURS SUPPORT REQUESTS, OR THROUGHOUT THE ADDITIONAL SUPPORT TERM GENERALLY. THE INFORMATION AND GUIDANCE PROVIDED BY INVICTI TO CLIENT ARE FOR INFORMATIONAL PURPOSES ONLY.
Last updated 13 July 2026